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6 Handling calls
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6.3 Basic procedure for call handling
Call handling always follows the same pattern. You will see this pattern
here. Then, we will explain how you carry this out in practice.
On your ComStation
IP
, one or several calls are shown in the call list. You will
handle these calls one after the other.
Calls which you have not yet dealt with are named fresh calls . They are
flashing in the screen.
You establish a speech connection to a caller. On the screen, the speech
connection window appears. You obtain details about the call from this dis-
play.
You speak to the caller. In the conversation, you find out which type of
assistance is required. Perhaps, a small piece of advice from you will suffice
in dealing with the matter. If this is not sufficient, or you cannot speak to
the caller at all, for example, if s/he is not responding, you must send staff
to assist him/her. You must decide whether this involves staff from group 1
or group 2 and this depends on the situation.
You establish a speech connection with a room where staff is present, and
you speak to the staff.
It could be the case that several speech connections are required for the
handling of one call. That depends on the individual situation. As long as
the call has not been entirely dealt with it is called an
answered call .
Only when no more action is required the call is cancelled . As a rule, the
staff cancel the call in the room (by pressing the presence button). The call
type "Call" can also be cancelled at the ComStation
IP
. All other types of
calls must be cancelled at their location. After cancelling the call, the call
handling procedure is finished.